Closing Process & Techniques

Purpose

Framework for converting a completed sales presentation into a confirmed job with authorization and payment.

When to Use

After presenting Good/Better/Best options when the customer is ready to decide or needs help getting there.

Procedure

Recognize Buying Signals

• "How soon can you get this done?"
• "What's the warranty on that?"
• "Can you start today/this week?"
• Nodding while reviewing, leaning forward, discussing logistics with partner.

Closing Approaches

Assumptive Close (Primary)

Move directly to logistics after presenting options:

• "Great — let's get you on the schedule. What day works best this week?"
• "I'll get the paperwork started so we can lock in your spot."

Choice Close

Offer two positive options instead of yes/no:

• "Would you prefer the Better package or the Best option?"
• "Would you like to start this week or next?"

Financing Close

When price is the hesitation:

• "Many customers use our financing — that brings the Better option to about $[X]/month with no interest for 12 months."
• Show the calculator on your tablet with the actual monthly cost.

Urgency Close (Use Sparingly — Only When Real)

• "Our schedule fills up fast — if we book today, I can hold [date]."
• "Given what we found with [safety issue], I'd recommend sooner rather than later."
• Never fabricate urgency.

Getting the Authorization

Build estimate in ServiceTitan with the chosen option.

Review scope line by line — no surprises.

Show total, payment terms, and financing arrangements.

Customer signs electronically in ServiceTitan.

Collect deposit or payment per Spartan's payment policy.

If financing, complete the application on-site.

If They Want to "Think About It"

Respect the decision — don't argue.

Send estimate via email through ServiceTitan immediately.

Set specific follow-up: "Can I call you [day] to see where you're at?"

Log follow-up date in ServiceTitan with reminder.

Ask: "Is there anything specific I can clarify before you decide?"

Important Notes

• Never pressure. Spartan's reputation depends on trust.
• The close should feel like a natural next step, not a hard sell.
• If they say no, thank them, leave materials, follow up per protocol.
• Document every outcome in ServiceTitan.

Related SOPs

• Follow-Up Protocol & Cadence — unsold estimate follow-up
• Estimate Creation & Approval — building the estimate
• Payment Collection & Closeout — collecting payment